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Sunsetting Quick Responses (July 2024)Updated 2 months ago

On July 29, 2024 we began phasing out Quick Responses in favor of Flows. As of August 2024, Quick Responses are no longer available for Automate subscribers in Gorgias.

Why are we making this decision?

We are sunsetting Quick Responses because it is now a redundant, outdated feature. By removing the feature, we intend to:

  • Remove duplicate functionality: Quick Responses were developed as an early feature of Automate to create pre-determined questions and answers for shoppers. Since then, we’ve introduced Flows, which has all the same capabilities of Quick Responses — plus much more.
  • Simplify your experience: sunsetting Quick Responses creates a cleaner experience for you and your customers — it was confusing to have two features that did the same thing.
  • Improve our ability to deliver value: instead of having to maintain two features, we can focus development resources on Flows. In fact, we recently released two major Flows improvements that we think you’ll find valuable:

  • Help you succeed: our main goal is for brands to maximize the value of Automate by using features like Flows. We hope this change pushes you to explore how Flows can provide a superior customer experience and automate more of your interactions.

Who does this decision affect?

  • Any account that subscribes to Automate and has created at least one Quick Response

What happens to my existing Quick Responses?

No action is required from you. Your Quick Responses will automatically be turned into Flows on your behalf.

  • Any enabled Quick Responses will be turned into a published one-step Flow, already enabled on your website’s Chat.

    • The content, functionality and position of the Flow in Chat will be the exact same as your Quick Response. That way there’s absolutely no change for your customers.
  • Any disabled Quick Responses will be turned into a Flow that’s published, but disabled on all channels.

    • You can go to Automate -> Flows to enable the Flow on any of your channels (Chat, Help Center or Contact Form).
  • Once the migration is complete, you will no longer be able to see Quick Responses in the Automate menu in your Gorgias account
  • Turning Quick Responses into Flows will not impact your automation rate or how you are billed for automated interactions

Additional, minor changes

You can expect to see a few additional, minor changes in your account as we complete the process of turning your Quick Responses into Flows.

  • Reporting: You will continue to be able to access historical data for Quick Responses through the Automate Overview report in your Statistics.

    • You can also review data for Quick Responses through the Performance by feature report until the end of September 2024, after which any new recent data will be reflected in the Flows section of this report. 
  • Rules: If you have any Rules set up that include a Quick Response as a condition, we’ll disable the Rule and notify you immediately so that you can make the necessary changes. Quick Responses will no longer be available as a condition in Rules going forward.

    • Any old links that direct you to the Quick Responses page will now redirect you to the Flows page (Automate -> Flows)

When does this happen?

As of August 2024, all Quick Responses have been migrated into Flows, and Quick Responses are no longer available.

The benefits of Flows

You can use Flows to create predetermined questions and answers for customers in your Chat in one click, just like Quick Responses. But unlike Quick Responses, you can also use Flows to:

  • Create branching steps to handle a wider range of questions and deliver personalized responses
  • Perform more types of interactions, including collecting text replies or looking up orders
  • Publish Flows on your Help Center and Contact Forms (in addition to Chat)
  • Support multiple languages for the same Flow
  • Show drop-off analytics to understand how customers use Flows
  • Integrate with other tools via HTTP requests to perform actions like adding customers to marketing lists or managing subscriptions.

What Action do I need to take?

No action is needed from you right now — again, your Quick Responses are up-and-running, just as Flows now. However, we encourage you to explore your new Flows and consider:

  • Should I add any of these to my Help Center or Contact Form?
  • Should I add additional languages?
  • Can I improve any Flows with additional steps or capabilities?

Need help with Flows?

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